It is five to ten times easier to keep a customer we have than to get a new one – so taking customer satisfaction and retention seriously should be serious business. We already have the most powerful marketing tool to boost customer satisfaction and increase customer retention, as well as improve employee morale and develop new products and services that are exactly what our customers want and need. The problem is that most companies don’t use it.
There is no more useful tool in our marketing armoury than our front-line sales and service people. They are constantly getting feedback from customers about what is good, what is bad, what is … read more by subscribing.
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